How do I speak to an actual human?

UK Help
1

Hi all,
Is there a way I can speak to an actual Human at Monzo these days? I’ve got issues with the app not loading properly, live chat isn’t loading, and I can’t make a payment.

After fighting with the horrendous phone menus (come on, Barclays manages this better!), and button mashing until I get a human, I’ve then been hung up on.

Really worrying if this is Monzo’s approach to looking after my money now.

Thanks

Harry

2

You call the telephone number on the back of your card.

3

I did, I got hung up on

4

What, someone was talking to you then just put the phone down? Or the line cleared without you speaking to someone?

5

Line closed without speaking to anyone - I hit the 5 minute mark

6

Email help@monzo.com

7

Hopefully if you email the address given by @j06 you’ll get a response. In the meantime, have you tried the following steps?

  • delete and reinstall the app, this will make sure you’re using the most up-to-date version and that any potentially corrupt settings files are reset
  • check how you’re connecting to the internet. Are you using wifi (with a VPN?) trying turning off VPN (if using) or connecting with mobile data instead
8

I got in after fiddling with it a bit and switching between 4G and WiFi a few times. More descriptive errors would be nice. Instead of just saying “Unknown Error”, something like “Please check your connectivity”

9

Restart your broadband router by switching it off at the mains, wait a minute or two and then turn it back on.

It will take about 5 minutes to boot back up but hopefully that helps :slight_smile:

10

I wonder if in the interests of transparency, Monzo would be willing to publish the average wait times for telephone lines to be answered and perhaps also the % of abandoned calls.

Many organisations certainly publish the first figure or show a graph showing performance over the past 24 hours/week

11

Do you have some examples of this? I’m interested in seeing what kind of metrics others publish and how they represent it. :eyes:

13

https://www.plus.net/help/quality-of-service/

14

I see @aCCount has already posted the link to Plusnet - and they actually used to publish a live tracker showing call times so customers could choose quieter times to call them

Others examples would include HMRC and the NHS